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Concerns about The Holiday Specialist

A Park writes We have concerns about a company called The Holiday Specialist (THS). Last July, we acted on a phone call offering us THS membership and a travel discount card for £249. We were promised discounted air fares and accommodation plus a free holiday in Europe for two people. In September, THS persuaded us to upgrade our membership for another £499. This would give us extra- legroom seats, airport lounge access and higher baggage allowances. We were also given a “Superior Resorts” voucher for a free worldwide trip for up to six people.

The next month THS asked whether it could arrange any flights for us. We agreed it could book two return flights with Thomson from Aberdeen to Tenerife. We paid £612 and were told the e-tickets would be sent two weeks before travel.

In December we decided to activate one of the “free” holidays. We sent the application form and the processing fee of £89 to Golden Travel as instructed by THS, only to be told that we were not eligible for the holiday as it was part of a timeshare promotion and not open to anyone over 70. The Superior Resorts voucher is also for timeshare accommodation.

On April 24, Thomson stopped flying from Aberdeen to Tenerife. After phoning and emailing THS without response, we visited our local Trading Standards office. It took up our case and emailed THS on April 30 to request that the cost of the cancelled flights be refunded. Neither Trading Standards nor ourselves have heard back from this company.

Gill Charlton, consumer expert, writes Trading Standards says it finally received a response from THS on May 13 saying it would issue a credit note against a future holiday booking.

THS is based in Alicante, Spain, so it does not have any of the usual UK travel agency credentials to protect your rights. It is also clearly an amateur outfit. The website is full of spelling mistakes and out-of-date deals.

I phoned THS and was told that the Golden Travel voucher was just a free perk administered by another company. It said older customers should stick to the mainstream deals, thereby admitting that the vouchers had no value for the Parks.

I asked why the Parks had been offered only a credit note. “As a service to our members we like to rebook their holiday,” said a spokesman. I pointed out that these were cancelled flights, not a holiday. “Well, in Spain flights are classed as holidays.” He said a refund would be processed within 10 working days.

This did not happen. It took another six weeks of calls and emails on my part (most went unanswered) before £612 was credited to Mr Park’s bank account.

Beware of any travel company that calls out of the blue. Never give credit card details to join a holiday club during such a call. Instead, ask the company to send the contract and the full terms and conditions so you can make a decision later. Usually the contract makes no mention of the particular discounts, deals or free holidays used in the sales pitch. This means that buyers find it difficult to prove breach of contract, which is necessary to obtain a refund from the credit card provider under Section 74 of the Consumer Credit Act.

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About Gill Charlton

Gill is an expert on India, Cornwall and consumer issues, especially legal disputes.